Job Description

We are looking for an IT Service Delivery Manager who is responsible for overseeing the efficient and effective delivery of IT services to an organization's internal and external clients. This role combines project management, client relationship management, and technical expertise to ensure high-quality service delivery. An IT Service Delivery Managers play a crucial role in ensuring that IT services meet the needs of clients while maintaining high-quality standards and operational efficiency.

Key Responsibilities

• Manage client relationships and ensure their needs are met
• Coordinate service delivery across different teams
• Monitor service performance and identify areas for improvement
• Ensure compliance with service level agreements (SLAs)
• Oversee the delivery of interactive technology services to students, staff, and teachers
• Lead support for complex technical issues related to assigned applications and systems
• Analyze performance trends and recommend process improvements

Required Skills and Qualifications

• Strong project management skills
• Experience with IT operations, service desk, and asset management
• ITIL certification or equivalent knowledge in Incident, Request, Problem, Change, Configuration, and Major Incident Management
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Strong analytical and problem-solving skills
• Bachelor's degree in Business Administration, IT, or a related field (preferred)

Daily Tasks

• Lead and coordinate teams in migrations, upgrades, and configurations
• Create and manage on-call rotation schedules for support teams
• Prepare and present reports on service delivery performance
• Manage escalations and resolve service-related issues
• Evaluate and improve processes for efficient service delivery

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